The Association for Call Centre Professionals

Started in 1994, the Call Centre Management Association is run by people that work full time in the UK call centre industry and exists to support operational Managers in their career development - working with their individual members to build skills and abilities.

Our job is to help you to develop your understanding and expertise - making sure that you thrive in a time of fast changing networked economies, global competition and ever growing customer expectations.

Making sense of the Call Centre Industry

The Call Centre Management Association is impartial, unbiased and will never try to sell you a product or a service. If you type "Call Centre" into your Search Engine you will get over 150 million "hits" from the UK alone - we are here to help you to make sense of what is important and worthwhile to you as an individual.

From arranging benchmarking visits to annual awards via technology and expert advice - CCMA members get all of the support that we can give them.

Systems Thinking Seminar FULLY BOOKED

Join us at CC Expo where Professor John Seddon from Vanguard will deliver a compelling session on how your contact centre can benefit from adopting a systems thinking culture in a session called...

It's the system stupid!

People-management, activity-management, service-levels, standardisation, front-office/back-office and the like are the lingua-franca of service-centre management. It might be the norm, but it doesn't work very well.

John Seddon will explain why.

Using case material from leading service organisations around the world, John will also illustrate a world that has none of these things and astonishingly better performance: NPS scores you'd envy, revenues rising dramatically and efficiency savings you'd never dream of putting in a plan. And here's the thing: all achieved without a plan!

The case studies show how studying their service centre as a system revealed some painful counterintuitive truths, like managing cost drives your costs up. Studying also teaches leaders what to pay attention to when designing services that work. It opens up a whole new world. Prepare to be disturbed, challenged and inspired.

Biographical information

John Seddon has received numerous academic awards for his innovative contribution to management science. He is the originator of the 'Vanguard Method', the means by which service organisations change from a conventional command-and-control design to a systems design. John is the founder of the Vanguard organisations which, today, operate in nine countries and he is author of many books and publications. www.vanguard-method.com